Chapter 6. Increasing Service Agent Productivity by Using Service Cloud
In the previous chapters, we have discussed about Salesforce Sales Cloud. Sales Cloud is a product designed to automate business sales processes. By implementing Sales Cloud, you can boost your sales reps' productivity by allowing them to manage customers in a faster and simpler way. In this chapter, we will describe Service Cloud features in detail, such as case management, knowledge management, and entitlement management. In addition to this, we will also look at the way of setting up escalation rules in Salesforce. The following topics will be covered in this chapter:
- Case management
- Escalation rule
- Entitlement management
- Knowledge management
- Live agent
Service Cloud is a product ...
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